What’s Included in This Release ✨ New Features ✨ |
Enable Auto-Assign Functionality During Case Imports Currently, auto-assign logic only applies when cases are created manually. This update ensures that auto-assign rules can run automatically during any automatic case imports you might have set up, depending on instance-level configuration. This feature is optional and will not change your current import behavior unless it is turned on. If you would like this feature enabled for your site, please contact the Support team. |
Restrict Incognito Mode Control by Access Level This update allows Super Admins and Incident Type Admins to control which Access Levels can enable or disable Incognito Mode within a case, based on the selected incident type. This helps ensure that only authorized users can manage case visibility. Super Admins and Incident Type Admins can configure this by going to Configurations → Incident Types → Modify, then selecting the appropriate Access Levels under “Allow Incognito Mode Access Control For.” Once saved, only users with those selected Access Levels will be able to toggle Incognito Mode for cases under that incident type. |
Case Aging Milestone Notifications Introduce automated milestone- based notifications (30, 60, 90, 120 days from case creation) to ensure stakeholders are reminded of pending timelines and can monitor case progress proactively. Notifications are sent 3 days before each milestone to the Case Owner and Case Investigator(s) by default, with the option to also notify involved parties. Super Admins can configure this feature under Configurations → Notification Settings by searching for the “Case Milestone” notification. From there, you can customize the notification content and determine whether reminders go only to the Case Owner and Case Investigator or also to all involved parties. Please note that notifications to involved parties are not enabled by default and must be turned on separately. |